Horizon Software Solutions

Booking Autopilot Campaign Automation Software

Booking Autopilot Campaign Automation software is a comprehensive omni-channel technology designed to manage communications with clients in real time. BA marketing programs are managed, executed and optimised across multiple platforms - email, SMS, web, push and chat-bot. The platform is easy to integrate with external systems, client data and transactions.


  • Integrated mobile engagement platform for citizens and clients
  • Sophisticated business rules engine to define any kind of campaigns
  • Automated campaigns through email, SMS, notifications and reminders
  • Automated analytics, dashboard and reporting
  • BA allows organisations to analyse customer behaviour and preferences
  • One-off and recurring campaigns based on automated triggers and signals
  • Boosts loyalty using Booking Autopilot quizzes and gamification
  • Supports isolating access by departments, locations and businesses (G2B2C)
  • Personalised templates and deeplinks
  • All campaigns are delivered from one place


  • Allows staff, partners and citizens real–time access to the systems
  • Priority support by Horizon specialists (only humans, no robocalls)
  • Reduce wasted time on admin work and improve staff satisfaction
  • Reduces and manages operating costs and improves efficiency
  • Deploy siloed systems for each department/business (G2B2C)
  • Customisation available to your specification by UK-based expert software developers
  • Rapid and easy configuration
  • Identifies your customers, knows their preferences and engage with them
  • Improves communications and builds relationships with citizens and clients
  • 24/7 support available from highly-trained specialists


£250 to £1,200 a unit a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mark.mollenbeck@horizont.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

3 4 3 5 9 5 1 1 1 1 6 4 8 1 0


Horizon Software Solutions Mark Mollenbeck
Telephone: 07462923264
Email: mark.mollenbeck@horizont.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Booking software
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
System requirements
Internet connection with internet browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Priority 1 - 1 hour, any day of the week
Priority 2 - 1 hour, any day of the week
Priority 3 - 1 hour, any day of the week
Support with lower response time are at additional cost depending on needs of client. A dedicated account manager is assigned to the client.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Onsite support
Yes, at extra cost
Support levels
A dedicated account manager is provided who will liaison with technical department. Support material is provided in English from our UK headquarters and includes: Ticket Support Helpdesk, User manuals, Webinars and Telephone. Standard Support Service will be provided during the hours defined which comprise:
1. A telephone, email and chat help desk to provide first-line technical support to users of the Software
2. Remote diagnosis and, where possible, correction of faults or malfunctions of the Software;
3. Second-line on-site technical support in order for the company to
investigate promptly the reported defect or error and to make such corrections,amendments or repairs as are necessary to restore the Software so that it complies with the requirements of the Contract.
24/7 support is offered at extra cost.
Support available to third parties

Onboarding and offboarding

Getting started
Booking Autopilot follows a process to ensure swift delivery of the end-product. The suggested steps are as follows to reduce the time required by staff (please note that some steps may only be required in the event the client has requested customisations).

First step will be to work with client and define scope. Second step will be the project delivery where we will work under the project delivery, user acceptance test and training plan. Requested customisations will be developed by engineering at this step. Third step will be to conduct testing and assurance to ensure system is finalised. Finally, system will be ready for go live and it will deployed to production environment.
Service documentation
Documentation formats
End-of-contract data extraction
Booking Autopilot has advanced reporting capabilities that allow exporting to CSV and MS Excel. In addition to this, we offer data export via the API or from the database directly. Support can be provided for this.
End-of-contract process
Customer support will be provided to assist the Client with extracting all required data. Assistance can be provided with migrating to a new platform. Once Client has ensured all their data is exported it will be purged from our systems.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
No dependencies identified.
Service interface
User support accessibility
WCAG 2.1 AA or EN 301 549
What users can and can't do using the API
All functionality available by our clients are also made available via API. For example, it can be used to fetch campaigns, mobile notifications, events and so forth. API documentation and technical assistance is available.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Booking Autopilot is extensively configurable, allowing for a large variety of use cases without additional technical involvement. For example, it's hierarchical nature enables a City Council to run the Campaign Automation system and then create a department that sits underneath it which can manage campaigns for a Library. The City Council is able to see and manage all Library campaigns but Library staff can only see and manage services for the Library.

Further customisation of the software can be provided through a change control procedure with day rates applying for development time required.


Independence of resources
The service is hosted in the cloud with redundancy systems in place such as load balancing and queue systems to ensure that the load is distributed across a large number of machines. There are also strict security and system restrictions that separate instances. Completely isolated environments are also available if required.


Service usage metrics
Metrics types
We provide various service metrics through advanced reporting for different locations and time periods. All user transactions and history are recorded on the database and can be reviewed in real-time by the users and administrators. Most of them are available through the software (the web interface) but some of the system data could be extracted from the audit trail information in the database.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data can be exported from our advanced reporting to CSV and MS Excel.
Data export formats
  • CSV
  • Other
Other data export formats
MS Excel
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Service Level Agreements will be agreed for to ensure requirements for service up-time and support response and resolution times are met. Service level credits are negotiable and can be included within the contract.
Approach to resilience
Specifics about the process are available on request. It includes processes and security implementations at all layers of the application stack and company procedures.
Outage reporting
Monitoring tools are deployed to ensure service outages are reported in a timely fashion and available via a status page. Clients can nominate stakeholders that would like to receive email alerts that are triggered upon any outage.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
We do not provide any external access to the interfaces and/or our internal support facility. Booking Autopilot also has a comprehensive Role Based Access System.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
We ensure that all information is managed and held securely and in line with best practice. Specific requirements are agreed with clients. We regularly review our approach to ensure that this is inline with standards and client's environment/policies/systems.
Information security policies and processes
We plan and work in a systematic way as we develop and implement software solutions. We build in information security into all of our work.

Our information security policies are in line with best practice and ensure we can meet specific client requirements. We have internal controls and share information across our team to ensure they are kept. All projects are overseen by our MD who acts as our overall Project Director.

Any issues and risks are immediately discussed, actioned, signed off in the formal project governance processes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Horizon adopts a comprehensive Code Control System which enables our teams and developers to deliver multiple and complex projects. We are using an integrated suite of Web-based Source Control Management, issue tracking, project management, and collaboration tools. With the help of the above and our customer management solution, the components of services are tracked through their lifetime. Before a change to the solution is planned a thorough investigation is performed for the impact of these changes. A risk assessment team makes the decision is the impact is high or low.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We monitor closely for potential vulnerabilities. If we identify an issue - it is reported to our risk management team for assessment. In parallel, our technical team provides a solution which is then tested and accepted by the delivery team. The patch is then deployed ASAP based on the agreed SLAs. Potential threats are checked through vulnerability testing - usually performed every 6 months or on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Booking Autopilot makes uses of monitoring tools to provide coverage of the network, application and database layers to manage resource utilisation, performance analysis and capacity planning with real-time alerts for critical events. Regular reviews of monitored records enables proactive managing of services and identification of potential threats.
Incident management type
Supplier-defined controls
Incident management approach
Booking Autopilot handles incidents based on their severity. Clients are notified of incidents that are critical. Booking Autopilot utilises its monitoring system to determine if any issues are likely to occur and to identify the issue as soon as it happens. The purpose of incident management is to ensure that we can restore regular functionality as soon as possible. The process involved is based on the following steps: identification of the incident; logging the incident in our management software; prioritising and categorising the incident; flagging incident with relevant department; identifying root cause of incident; fixing issue; testing hotfix; and deployment.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

There is no greater threat to our collective future than climate change. At Horizon Software Solutions Ltd, we believe that industry has a key role to play in finding sustainable solutions to today’s climate challenges.
In accordance with our Climate Change Policy we will:
1. Reduce emissions
2. Save energy
3. Put the 3 R's of sustainability into practice
- Reduce: consume less, more efficiently.
- Reuse: take advantage of second-hand markets, to give new life to items that you don't use anymore or find something that someone else has gotten rid of that you need. You'll be saving money and reducing your consumption. Bartering is also a practical solution.
- Recycle: packaging, waste from electronics, etc.
4. A low-carbon diet results in smarter consumption
5. Act against forest loss
6. Make demands from the government
Covid-19 recovery

Covid-19 recovery

Horizon Software Solutions Ltd participates actively to help people and companies to recover from the Covid-19 pandemic. Horizon is a technology partner of the STRESS-LESS project funded by the European Commission - Erasmus+ KA2 Programme. It involves 5 partners in 5 different countries: BF/M – the project leader from Germany; Hafelekar from Austria, Happiness Academy from Bulgaria, Consultoria de Inovacion Social from Spain and Horizon Software Solutions from UK. As a result of the STRESS-LESS project in the long run SME staff and other learners will be healthier, less stressed, easier to communicate with, suffer less from depression and burn-out. SMEs staff will take less sick leave and be more productive, efficient, effective and competitive.
Tackling economic inequality

Tackling economic inequality

Horizon Software Solutions Ltd is committed to tackling economic inequality. Our vision is to help lower the unequal distribution of income and opportunity between different groups in society.
Equal opportunity

Equal opportunity

Horizon Software Solutions Ltd is determined to provide genuine equality of opportunity for all employees, regardless of gender, age, ethnic origin, marriage, religion, sexual orientation or disability.


Horizon Software Solutions Ltd adopts a number of wellbeing initiatives for healthier and happier staff, including:
1. Provides an Employee Assistance Program
2. Helps employees work towards long-term goals
3. Sets friendly fitness challenges
4. Introduces wellbeing-based employee benefits
5. Arranges regular get-togethers
6. Introduces designated wellbeing leaders
7. Encourages real breaks


£250 to £1,200 a unit a month
Discount for educational organisations
Free trial available
Description of free trial
We are offering a free trial one month period of our key Cloud services.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mark.mollenbeck@horizont.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.